Talkdesk

JUNE 21, 2019

One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time Call Center Call Recording 50

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Call Recordings. From a high level, this is a goal we’ve always tried to achieve.

Contact Center 56

Contact Center Customer Experience Omnichannel Call Recording 56

Talkdesk

MAY 12, 2020

Because it’s not restricted to a browser tab, it’s a flexible tool that allows for easy, convenient access when making and receiving calls. Set your availability A contact center agent’s day is dynamic. You’ll be constantly moving between being on calls with customers, updating customer contact information and more.

Call Recording 86

Call Recording Contact Center Call Center Information 86

Talkdesk

AUGUST 10, 2017

For customers and prospects in your contact center, agents are the voice of your company. Talkdesk’s goal is to equip those agents with the right tools to make those interactions as beneficial as possible. This all starts before a call is even made or received.

Contact Center 40

Contact Center Call Recording Metrics Feedback 40

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Contact Center 55

Contact Center Call Recording Interaction Insights 55

Talkdesk

MARCH 4, 2021

One efficient way to take action is to repurpose on-site resources, such as bankers, by leveraging contact center functionality and mobilizing them around a client. Provide a smartphone and mobile-ready contact center software. To achieve this, it’s best to acquire contact center software that is mobile-ready.

Contact Center 94

Contact Center Customer Experience Banking Telecommunications 94

Experience Investigators by 360Connext

OCTOBER 17, 2023

Your leaders might never interact with a CRM system or understand its importance. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example. You can state how you believe this visibility will speed up the way the organization can close the loop with customers.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

CSM Magazine

APRIL 25, 2023

Knowing when to use the word ‘sorry’ sincerely (rather than to pause a difficult interaction) and closing conversations with a positive resolution of, “let’s see how we can put this right,” are simple ways to keep customers on your side while boosting agent confidence, creating a positive experience for both.

Contact Center 52

Contact Center Call Recording Customer Centricity Brands 52

Talkdesk

APRIL 8, 2020

The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers. Want to know more? Visit Boingo Multifamily customer page.

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Contact Center 2014 Call Recording Call Center 69

Avaya

AUGUST 24, 2016

In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. –supporting our long-term focus on regulatory compliance and business security.

Call Recording 47

Call Recording Contact Center E-support Return on Investment 47

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. This means fewer – but higher quality- evaluations.

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Management Call Recording Contact Center Interaction 55

Talkdesk

JANUARY 2, 2020

.” According to Gartner: “By 2022, CCaaS will be the preferred adoption model in 50% of contact centers with more than 750 agents, up from approximately 10% today. By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

Talkdesk

APRIL 21, 2020

As a contact center agent, you can be the first and only contact point for customers seeking help, which is why maintaining a high level of etiquette is imperative. These simple tips will go a long way in interacting with the caller in a positive and professional manner. This will instill confidence.

Customer Experience 58

Customer Experience Contact Center Call Recording Call Center 58

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. So what exactly do call centers do? What does a call center do?

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

CSM Magazine

APRIL 18, 2023

On a purely practical level, this matters because many larger businesses operate multiple contact centres using multiple telephony systems that increase the risk of creating harmful data silos. As a result, there is growing demand from businesses to connect WEM tools with other enterprise systems such as CRM and payroll.

Contact Center 52

Contact Center Call Recording Customer Expectations Customer Centricity 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

NICE inContact

APRIL 18, 2019

At NICE inContact, we’re excited to share how your organization can save time and expense by evaluating the right interactions the first time. You can more effectively pinpoint and evaluate interactions now than ever before. Will analytics really help your quality management program?

Management 64

Management Contact Center Call Recording Webinar 64

8x8

SEPTEMBER 14, 2017

Unfortunately, Town Fair Tire’s legacy communications and contact center systems could not provide the valuable insights the company needed to take customer engagement to the next level.

Communication 48

Communication Retail Contact Center Call Recording 48

UJET

DECEMBER 17, 2020

Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. Without advanced NLP, customers are more likely to get stuck in an unresponsive interactive voice response (IVR) menu.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

UJET

DECEMBER 17, 2020

Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced NLP machine learning. Without advanced NLP, customers are more likely to get stuck in an unresponsive interactive voice response (IVR) menu.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

Talkdesk

MAY 3, 2017

The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. Below is a list of AppConnect launch partners; all of these apps are available for a free trial, so if you see something you like, add it to your contact center and starting measuring the impact today.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. About the Author.

Customer Experience 40

Customer Experience Contact Center Average Handle Time Call Recording 40

NICE inContact

JANUARY 24, 2019

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. .

Contact Center 60

Contact Center E-support Call Center Omnichannel 60

NICE inContact

SEPTEMBER 13, 2019

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources.

Contact Center 54

Contact Center Call Center Interaction Insights 54

BlueOcean

DECEMBER 4, 2019

If you are going to RFP for contact center services, insight into consumer credit card data protection – typically either certification or compliance with an established standard – is likely going to be part of the conversation. How Contact Centers Interact with Cardholder Data. DTMF for the Win.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

Kustomer

AUGUST 8, 2022

If companies gathered the data with an understanding of how to use it, they will be able to make a continuous improvement around the actual engagement, the interaction that’s happening with the customer. With that in mind, Richards also shares the important notes that must be hit to make the interaction effective.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department. What Is Contact Center Technology?

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Contact Center Technology Average Handle Time Call Center 98

Stella Connect

MARCH 5, 2018

Immediately after every service interaction, RevZilla customers receive personalized, agent specific Stella Connect feedback requests. RevZilla’s QA program involves managers reviewing 20 customer interactions per Gear Geek per week. Call recordings or chat / email transcripts are then pulled and reviewed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

Immediately after every service interaction, RevZilla customers receive personalized, agentspecific Stella Connect feedback requests. RevZilla’s QA program involves managers reviewing 20 customer interactions per Gear Geek per week. Call recordings or chat / email transcripts are then pulled and reviewed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.

Call Recording 54

Call Recording Contact Center Call Center Transportation 54

NICE inContact

NOVEMBER 14, 2019

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.

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Contact Center Call Recording Call Center Interaction 9

InteractionMetrics

JUNE 24, 2015

But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers. According to CallMiner, companies may have 45 times more phone calls than survey responses per year. At Interaction Metrics, we see that customer experience is complex.

Customer Experience 45

Customer Experience Contact Center Call Recording Metrics 45

Talkdesk

NOVEMBER 25, 2020

There will be a rise in customer interactions throughout the entire buyer’s cycle. Here are three tips on how to scale your contact center for the seasonal rush. Agents can make and receive phone calls directly from their browser on any device alongside contextual information about the customer. But how can they do it?

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

Avaya

JANUARY 26, 2018

To ensure fairer, safer and more efficient financial markets, MiFID II now requires firms to record communications (both phone and electronic) for the following investment services: Reception and transmission of orders. Execution of orders on behalf of clients.

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2004 White Paper Financial 2008 51

Talkdesk

SEPTEMBER 27, 2017

The ability to have intelligent, personalized conversations with customers is the reason we at Talkdesk are equipping agents with a smarter contact center platform. Likewise, in a world of unpredictable connectivity, it’s common for customers to suddenly lose service and need to call back into your contact center.

Call Recording 40

Call Recording Contact Center Call Center 2016 40

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. They’re the front line of customer interactions, and often the only people your customers will ever interact with. When contact center employees aren’t performing their best, the customer experience declines.

Contact Center 72

Contact Center 2022 Call Center Metrics 72